Paused, disconnected or deleted: what happens to your data in CommenSense

Why is my Instagram account paused?

Each plan covers a number of Instagram accounts: 1 on Free and Basic, 2 on Pro and 3 on Business. If your plan changes to one that covers fewer than you have connected, the extra accounts are paused instead of being removed. That happens when:

• You cancel a paid plan. If you have more accounts than the Free plan covers, you're asked to Choose which accounts to keep active when you cancel. You keep your plan until the end of the period you paid for; the others are paused then.
• A payment fails. Your plan moves to Free, and your first-connected account keeps running. The next time you sign in, One account was paused lets you choose a different account to keep, or leave it as it is.
• A plan given to you by CommenSense ends.

Home tells you when an account is paused: "@username is paused". In Settings, it has a Paused label and the date it was paused.

What happens while an account is paused?

• Its automations don't reply or send DMs, and its comments aren't hidden or checked.
• Its automations, settings, contacts and history are all kept.
• It doesn't count towards your plan's account limit, and it's left out of the account switcher at the top of the sidebar.
• CommenSense doesn't receive comments posted while it's paused. When you resume it, automations and moderation work on new comments again, but nothing goes back to the ones posted in between.

How do I resume a paused account?

• Your plan has room: open My account, then Settings, and select Resume next to the account. Home's message also has a Resume in Settings link.
• Your plan is full: upgrade. Paused accounts come back on their own when the payment goes through, up to the new plan's limit, most recently paused first. Or disconnect an account you no longer need, then resume the paused one.

There's nothing to reconnect: the account picks up where it left off.

What does disconnecting delete?

Selecting Disconnect next to an account in Settings, then Disconnect again to confirm, removes that account from CommenSense straight away, with:

• its automations and moderation settings,
• its comments and history in CommenSense,
• its contacts, including the emails and phone numbers you collected.

It can't be undone. Connecting the account again starts from scratch. If you want to keep your contacts, open Contacts and select Download list first.

Disconnecting doesn't change anything on Instagram, and doesn't remove CommenSense's access there. To remove that too, remove CommenSense from the connected apps in your Instagram settings. See how to connect Instagram for more about the connection.

How do I delete my CommenSense account?

1. 1

   Cancel your plan first, if you're on a paid one.

   Open My account, then Billing, and select Cancel subscription. Deleting your account doesn't cancel the plan for you.

2. 2

   Download anything you want to keep.

   For example, your contacts: Contacts, then Download list.

3. 3

   Open My account, then Settings, and select Delete account at the bottom.

4. 4

   Type DELETE and select Yes, delete my account.

   The window shows the date your account will be deleted, at least 14 days from now.

What happens during the 14 days?

• Your automations and moderation are paused straight away.
• When you sign in, you see Your account is scheduled for deletion, with the date and the days left.
• To change your mind, sign in and select Cancel the deletion. Everything comes back as it was.

On the date, CommenSense disconnects your Instagram accounts and deletes everything it holds for you: automations, contacts, settings, history and your login. Your Instagram accounts, posts, comments and messages stay as they are.